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About The Author

Paul Catherall
Director of Customer Care, Ultra Mobile
Paul has been with Ultra Mobile since March 2013. During this time, he has played a critical role in the success of both Ultra and Mint. He has overseen a team growth from 50 to nearly 300, and has successfully on-boarded multiple different partners across global locations and driven a stark improvement in most customer-centric metrics, such as FCR (from 43% to high 80%) and CSAT (from a low 32% to a high of 92%). Paul has effectively launched a customer-obsession QA process, which has allowed the global care centers to be benchmarked for the first time.
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